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Senior Manager, Client Services

United States - Nevada - Las Vegas

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Expedia

Egencia is Expedia Group’s business travel company. In the same spirit, we are pioneers in the industry. Always solutions oriented, we value human contact. Egencia's teams collaborate globally to provide business travelers with the best possible user experience every single day.

We are seeking a dynamic leader to own an exciting team leading the Local Client Services Managers in North America (NA) and Asia/Pacific (APAC). This relationship driven leader will be responsible for the end-to-end business for a highly visible organization at Egencia. This includes programs, initiatives, staffing, organization, reporting, and leadership. Seeking analytical, driven, relationship oriented and a fantastic people person able to make things happen in a B2B environment. You are not afraid to take risks and speak up!

What you will do:

  • Manage a team of Client Service Managers in NA and APAC whose responsibility is to deliver change into the virtual contact center organization
  • Partner with local Account Management teams in NA and APAC
  • Partner with dependency teams and peers to remove roadblocks for your team
  • Create vision and strategy to continually improve business processes
  • Support business needs by leading the effort to develop creative approaches to problem solving and ensuring quality deliverables
  • Collaborate with internal Service Delivery Teams to optimize customer service programs and client service operations
  • Ensure business unit is meeting or exceeding target metrics, report progress on initiatives to business and remediation plans as needed
  • Collaborate with Account Management teams to enhance support, client needs and solve problems
  • Challenge ideas and processes no longer serving the client or business identifying new solutions for getting things done
  • Champion change and define strategy for the business from a short and long term perspective
  • Hire, train and develop within organization
  • Run reports and negotiate priorities with partner team to ensure resources are available

Who you are:

  • 5+ years in Client Services
  • Facilitating client contract negotiations
  • Ability to read complex contracts
  • 5+ years management experience leading a team
  • Ability to drive change management
  • Skilled in creating simplified processes that focus on efficiency
  • An expert in documenting and keeping an audited inventory of client agreements
  • Excellent at forming relationships and influencing action or change
  • 3+ years of call center operations management experience
  • You can demonstrate leadership with a high level of emotional intelligence and business judgment
  • You have strong analytical skills
  • You have technical aptitude and can communicate technical and complex information in simple terms
  • You are detail oriented, yet able sort through a wide array of choices & identify what truly matters
  • You have proven problem solving skills with ability to look at solutions in unconventional ways, find opportunities to innovate and execute against them
  • You have solid verbal and written communication skills with the ability to present complex technical information clearly and concisely to varying audiences
  • You have B2B experience
  • You have prior working knowledge of Salesforce.com, office applications, Smartsheet, and informal and formal presentational skills
  • You have high energy and a positive outlook with the passion to make things better at every opportunity
  • Project management experience preferred, leading cross functional groups/teams
  • Ability to learn on-the-job in a team-based, fast-paced environment
  • Travel may be required
  • Requires flexibility in work schedule – some non-standard work, on call time to support client needs, team needs and organizational needs

Who are we?

We believe in being Different. We seek new ideas, different ways of thinking, diverse backgrounds and approaches, because averages can lie and sameness is dangerous. Because of this belief, our norms aren't rules or universal at all corners of our company. But they are important to our identity and how we work together. Like our company, these norms will evolve.

We are Transparent. We communicate openly and honestly, at all levels, upwards, sideways and downwards. We surface difficult issues quickly, we act, we learn.

We organize for Speed. We seek to gather data as fast as possible, and move. Speed allows us to make mistakes and constantly improve.

We believe in the Scientific Method. Everyone’s ideas are equal in the face of hard data. We use data to guide but not define our actions.

We Lead Humbly. Our leaders serve their teams. None of us has all of the answers, but we are curious and we are always looking to learn. Though our leaders take their responsibilities to our business and their teams incredibly seriously, they never take themselves too seriously.

We act as One Team. We look to optimize for the greater good, not just our own, or even our own teams' interests. We are actively interested in the success of others.

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the groun, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia Group is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

*LI-NL1

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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R-52549

Job Category
Customer Service Group

Job Function
Contact Center Management

Locations
United States - Nevada - Las Vegas
Virtual
Canada - Ontario - Mississauga

Job Type
Full-Time Regular

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